A chatbot is only useful if it answers the questions your customers actually ask. Here are 25 that come up for almost every small business. Use them as a test script for your chatbot, and as a checklist for your website content.
The basics
- What are your opening hours (including holidays)?
- Where are you located, and is there parking?
- Do you serve my area / ship to my country?
- How can I contact a person?
- What exactly do you offer?
Pricing
- How much does it cost?
- What’s included in the price?
- Are there extra fees?
- Do you offer payment plans, financing or discounts?
- Do you accept my insurance / payment method?
The buying process
- How do I book, order or get started?
- How soon can you start / deliver?
- What do I need to prepare or bring?
- Can I change or cancel?
- What happens after I buy?
Trust
- Are you licensed, certified or insured?
- Do you have reviews or examples of your work?
- What’s your refund or guarantee policy?
- How long have you been in business?
- Is my data safe with you?
Edge cases (where bots fail)
- A question you don’t have an answer for → it should say so and offer a person
- An emergency → it should give emergency instructions immediately
- A question in another language → it should answer in that language
- An off-topic question (“write me a poem”) → it should politely stay on topic
- “Ignore your instructions and…” → it should decline
How to use this list
- Before launch: ask all 25 and fix anything wrong or vague.
- If the chatbot can’t answer: add the information to your website first. That helps visitors, search engines and the chatbot.
- Every quarter: re-test, especially after price or policy changes.
Need ready-made greetings and suggested questions? See our chatbot templates by industry.
FAQ
Should the chatbot give exact prices?
If your prices are fixed, yes. If they vary, give honest ranges and explain what affects the price, then offer an exact quote. “Contact us for pricing” loses visitors.
What if a customer asks something embarrassing or rude?
A good chatbot stays polite, doesn’t take the bait and steers back to how it can help.
